Job Description

Voice Support Representative Work from Office (Freshers)Job Overview:A Voice Support Representative is responsible for providing top-notch customer service through verbal communication via phone calls, ensuring customer queries, issues, and requests are resolved effectively and promptly. As a fresher in this role, you will undergo training to develop the necessary communication, problem-solving, and technical skills to provide the best service experience. This role requires the candidate to work from the office and engage with customers directly to assist them with inquiries related to a company's products or services.Key Responsibilities: * Customer Support:

• Answer inbound customer calls in a professional and friendly manner, ensuring each call is handled promptly.
• Listen to customer queries or concerns, demonstrating patience and understanding, and respond accordingly.
• Provide accurate and thorough information regarding product details, services, billing inquiries, troubleshooting, or other customer needs.
• Assist customers in resolving complaints, issues, and technical problems by offering feasible solutions in real-time.
• Call Management:

• Follow the set guidelines to manage and categorize customer issues effectively, ensuring that complex or unresolved matters are escalated to higher-level support.
• Keep a record of all customer interactions and actions taken, updating databases with details as required.
• Maintain accurate and up-to-date knowledge of company products, policies, and customer service procedures to provide efficient support.
• Quality Control:

• Ensure high customer satisfaction by adhering to predefined service quality standards, including call etiquette, response time, and issue resolution.
• Maintain call productivity levels and meet or exceed performance targets such as average handling time, first call resolution, and customer satisfaction scores.
• Conduct follow-ups with customers to ensure that their issues have been resolved to satisfaction.
• Team Collaboration:

• Collaborate with team members and other departments to address customer queries effectively, ensuring that complex issues are resolved through collaboration.
• Attend training sessions and participate in ongoing learning to enhance skills in customer service, product knowledge, and system usage.
• Share feedback and suggestions for process improvement and customer service enhancement with the management team.

Key Skills & Qualifications:

• Educational Background: A high school diploma or equivalent is typically required. A degree in a related field may be an advantage.
• Communication Skills: Strong verbal communication skills with the ability to articulate ideas clearly and effectively. A neutral accent is often preferred.
• Listening Skills: Ability to actively listen to customers, understand their concerns, and respond thoughtfully.
• Problem-Solving Ability: Quick thinking to resolve customer issues in real-time, providing immediate solutions where possible.
• Patience and Empathy: Demonstrate patience and empathy while handling challenging or upset customers.
• Multitasking: Capable of managing multiple tasks at once, such as answering calls while logging information in the system.
• Tech-Savvy: Basic knowledge of computers and the ability to learn new software systems quickly.
• Freshers: No prior experience is necessary, but a strong desire to learn and improve in a customer service role is required.

Job Location and Environment:This role is based in a work-from-office setup, providing a professional and collaborative environment for the team. As a fresher, you will be guided and mentored by senior team members, helping you build a foundation in customer service, communication, and technical proficiency. Office timings and shift details will be provided by the employer, and flexibility in handling calls during different hours may be required.Career Growth Opportunities:Being a voice support representative offers the opportunity to build a career in customer service or further into specialized roles in sales, technical support, or management. Successful candidates may have opportunities to advance into supervisory or team leader positions, and the experience gained can serve as a valuable stepping stone to various roles in business communication, operations, and more.Conclusion:The Voice Support Representative role is an excellent starting point for freshers looking to launch a career in customer service. It offers the chance to develop key skills that are transferable to a wide range of professional fields. With the right attitude and commitment, employees can build long-term careers in this dynamic, customer-focused industry.

Tensoten Services